Director of Customer Success and Growth

About the role

You lead our Customer Success Managers and Analysts directly and partner closely with Sales, Product, Engineering, and Data Science to keep customers successful. We hire for the person, not the résumé checklist: we would rather bring on a sharp, motivated leader and teach them the energy markets than hold out for someone who looks perfect on paper.

Responsibilities

• Leading, coaching, and developing the Customer Success Managers and Analysts. Hiring, growing, and getting the best out of each of them.
• Owning the entire customer book. Your team manages sections day to day; every account rolls up to you, and you stay close to the ones that matter most.
• Owning gross dollar retention (GDR), the number you are measured on: customer health, success plans, interventions, and quarterbacking every renewal. Sales runs the commercial close; you run the retention play behind it.
• Reading retention risk before it surfaces in a renewal, mobilizing to fix it, and giving Sales and Finance a read they can fold into the forecast they own.
• Partnering with Sales on expansion: spotting and qualifying growth signals, handing them pipeline they can act on, and planning and running renewals together.
• Being the voice of the customer inside Amperon: turning real usage and feedback into a direct line to Product and Markets & Technical Services.
• Modernizing how the team works: sharpening health scoring, the retention motion, and the tooling, and bringing AI into the CS playbook as the business grows.

Requirements

• Led and coached a Customer Success and/or Account Management team (3+ years managing people, across a couple of roles).
• Owned a retention or churn number in B2B SaaS or Data-as-a-Service, and partnered with Sales on renewals and expansion. You read account health early and act on it.
• Strong commercial instincts: you understand retention economics and recognize an expansion opportunity when you are in a customer conversation.
• Worked across teams without needing authority to do it (with Product, Engineering, and Data Science).
• Executive presence when an account calls for it, and ease in the weeds with the people who use the product every day.
• Comfort with data: enough fluency with the tools your team lives in (SQL, Python, Snowflake) to lead well in a data-science product.
• Fluency using AI tools like Claude or ChatGPT to work faster, and the instinct to push your team to do the same.

Qualifications

• Energy or electricity-markets background is a real plus, but we will teach the domain to the right leader.
• We care more about how you have led than how big your past accounts were.

Skills

• Leadership and coaching skills.
• Commercial acumen and retention strategy.
• Data analysis and interpretation.
• Collaboration and communication with cross-functional teams.
• Ability to work independently and manage multiple priorities.

Benefits

• Competitive salary plus stock option package.
• Medical, dental and vision insurance.
• Family planning benefits through Carrot which includes IVF plus preservation treatments, adoption and gender affirming care.
• Annual company retreat.
• 401(k) - we offer it, though we don't currently match contributions.
• Flexible PTO policy – take what you need, when you need it.
• Remote first work environment.